We aim to provide a positive experience for all students, staff and visitors and are committed to the provision of high-quality services and activities.
We want everyone to be happy with their experience at Bristol SU. However, if things go wrong, we want you to be able to let us know.
We welcome feedback, and see it as an opportunity to help us understand how we can achieve our vision, mission and values. We use all feedback to help us improve.
If you have any feedback about your experience at Bristol SU please email email@example.com explaining:
We will do our best to respond to all feedback but we will always take that feedback and pass it on to the relevant staff member or elected officer
If possible we will let you know if there are any actions based on your feedback.
If you have a complaint about Bristol SU, wherever possible and safe to do so, the aim is to resolve the complaint either yourself or by speaking to a Bristol SU staff member.
Where that is not possible or if you are unhappy with the response, we will resolve complaints using a formal process that includes a thorough and fair investigation.
To make a Complaint, you will need to complete this form.
If you have issues accessing or completing this form, please send a message to firstname.lastname@example.org.
We will only be able to consider your complaint if it is related to Bristol SU, and ideally within 14 working days (Mon – Fri) of the incident. Please see our full Complaint Policy for more information
For complaints about the University of Bristol (including academic matters, or University of Bristol services), you will need to use the University’s Student Complaints Procedure.
If an investigation is still required, we will assign an Investigating Officer and inform you of their name and contact details and they will get in touch to go though the process.
If your complaint relates to serious criminal behavior, we may refer the matter to the police or University or support you to do this
Both parties can appeal the decision if:
Your email should state the reason why you are appealing the decision which was made and what outcome you are seeking
The appeal will be considered by the Chief Executive or their nominee and two members of the Trustee Board. They will consider the basis of the complaint as it was originally submitted and the process that was followed.
The appeals panel decision is final and there are no further appeals processes.